Customer Service Representative

Summary of the Roles Collect and record underwriting information and provide quotations Manage the issue of renewal documentation Assign Registry Records Oversee renewal notices and follow up Provide underwriting support Specific Policy Service Duties: 1.Collect and record underwriting information and provide quotations Provide a high level of customer service when dealing with customers either in person or on remotely Ensure that proposal forms are fully completed for authoriser review Issue quotations and follow up within three working days Fully and accurately complete client profile in Underwriter Copy and scan all documents received Import into the system all documents scanned and attach to the relevant Underwriter Inc software Ensure that renewing customers are questioned in relation to any changes required to expiring policies and that amendment forms are filled and completed for any endorsements or changes to policies Create a follow up in the system for any outstanding documentation not provided by the customer. 2. Manage the issue of underwriting documentation Print authorized transactions, policy, schedule, extension wordings, endorsements, mortgage clauses, average clauses, financing agreement, cover note, certificate, debit/ credit note: for client to leave with Where any temporary evidence of cover (period cover notes) are issued, ensure that an annual certificate is issued prior to cover note expiry date Ensure that clients understand the function of issued documentation. The purpose of the certificate as evidence that the policyholder has valid insurance and complies with the road traffic act and has paid the premium 3. Assign Registry Records and manage transactions Assign open registry records to others for their attention on a timely basis Set registry records as complete once actioned on a timely basis Process correspondence and other instructions into transactions upon approval from Supervisors/Managers Print authorized transactions, policy, schedule and endorsement etc. for clients to leave with Document ALL communication in Underwriter – Notes, Letters, Follow-ups and Registry Handle staff and customer sensitive information in a confidential manner 4. Oversee renewal notices and follow up Update renewals with no claims under the instructions of the Underwriting Manager / Supervisor. Print and dispatch or email updated renewal notices and renewal listings eight (8) clear weeks prior to renewal date. Create and dispatch merged documents on the instructions of Underwriting Manager / Supervisor. Create follow-up, notes and letters as appropriate in support of any and all discussions internally and externally in relation to the work. Take files out of the renewal cycle – Permanently or for Endorsements (scrutiny) or for other department use as directed by management. Monitor files in status Endorsement (scrutiny) and ensure that they return to the renewal cycle when necessary On the instructions of the Underwriting Manager / Supervisor, contact direct clients. Send text and email reminders when instructed or on agreed basis. Set alerts where necessary on policies, accounts and claims Close alerts where the alert issue has been resolved. 5. Provide underwriting support to the Underwriting Department Support the underwriters in processing underwriting transactions Support renewals Support new business applications Ensure that any follow ups created on the system have been reconciled Requirements Educational, Skill & Experience Requirements: Five CXC or Diploma minimum. Minimum educational standards in numeracy and literacy. Complete Award in Insurance (CII) within 1 year Complete Certificate in Insurance (CII) within 2 years At least 2 years in a customer-facing role. Must be able to work with customers and prospects in A courteous manner and deal with any renewal issues which may arise efficiently and effectively.